What is the best way to evaluate the user experience of an NFC payment system?

A successful NFC payment system should be evaluated not just by its technical proficiency, but by the seamlessness with which it integrates into users' lives. The best evaluation method involves understanding user perceptions, preferences, and pain points through comprehensive user experience testing, encompassing usability studies, user interviews, and feedback analysis. Only by prioritizing user-centric evaluation can we ensure that NFC payment systems truly enhance convenience and efficiency for consumers.

The NFC payment system should be designed in such a way that it should be very user friendly. For example like UPI.. Pay on the go, so that it should not be a hassle.

The evaluation of the user experience (UX) of an NFC payment system can be done in various ways. Here are some common methods: User surveys User interviews Usability tests Analysis of usage data Benchmarking Expert evaluation A/B tests Net Promoter Score (NPS) By combining several of these methods, you can get a comprehensive picture of the user experience of the NFC payment system and identify opportunities for improvement.

To truly understand user experience, you need to go beyond just usability testing and look at the entire user journey. Start with understanding unmet customer needs & expectations around payment methods. Their mental models may be quite different from what you assume. Then map out every touchpoint of the user journey, from when users first become aware of your NFC payment option to completing the transaction. Observe their behavior in the real-world -how do distractions / other factors impact their experience? Analyze quantitative data like abandonment rates to pinpoint friction, but also gather qualitative feedback A holistic approach is needed to identify pain points & areas to optimize to deliver an exceptional NFC payment experience.

A great customer experience in NFC payment system is where you can perform easily perform transactions, accepted everywhere and knowing it is safe.

A user feedback can be obtained through a careful assessment of the ecosystem in which the NFC solution was used. For instance, a user buying food vs a user buying clothes vs someone paying for fuel. The reason why the user feedback can vary across these parameters is because of the overall experience of the user. It’s important to consider the factors such as the overall checkout experience combined with NFC usage that drives the customer journey while making the payment. Security/ Rewards/Convenience and speed are key considerations too

There's no single "best" way to evaluate the user experience (UX) of an NFC payment system, but a well-rounded approach that combines different methods will provide the most comprehensive insights. Observe real users interacting with the NFC payment system. Watch how they navigate the process, identify any pain points or areas of confusion, and see how long it takes them to complete transactions. Conduct interviews and surveys with users to gather their feedback on the ease of use, intuitiveness, and overall satisfaction with the NFC payment system. Ask about their previous experiences with contactless payments and their expectations for a seamless experience.

First the feedback should be taken from the Industry Experts and down the line Industry Experts should take feedback from the users and experts should add their experience, expertise, etc to evaluate and come to the conclusion..

Today, there are several technologies, but NFC is one of the great possibilities in payment systems. Right now it is worth seeing how users are interacting with this technology. Currently, one of the big options is to have wallets, or tokenized digital cards to use the smartphone instead of physical cards. Another option is how to use this technology to make payments on the transportation system. This is why it is important to know how the customer is interacting with this technology.

Imagine testing a new way to pay for your coffee with your phone. You'd ask people to try it and then ask them: Was it clear where to hold your phone on the machine? Did the phone beep or show a message to say it worked? Did they feel confident using the system? This feedback helps you understand if the system is smooth and makes paying for things quick and painless.

Gathering feedback from users about their satisfaction, ease of use, and any issues encountered during the payment process through surveys, reviews, questionnaire, interviews, etc.

In order to get feedback from users, many times POS are using the information they have about the user to send a link with a survey to get the customer's point of view.

Imagine testing a new way to pay for your coffee with your phone. You'd ask people to try it and then ask them: Was it clear where to hold your phone on the machine? Did the phone beep or show a message to say it worked? Did they feel confident using the system? This feedback helps you understand if the system is smooth and makes paying for things quick and painless.

Yes I strongly agree getting constant user feedback will be right approach. Try to categorize the user feedback and improve on the same. This will really help.

User behaviour for using the technology should be minimal learning and more of a kind of 1 or 2 step process, so the adoption is easy and users will find it interesting to use..

A good way to evaluate the user experience in contactless payment systems is through real-life interactions. Monitoring user actions and assessing factors like transaction speed and error frequency is crucial. Field studies and usability testing also provide valuable insights into user satisfaction and efficiency.

Success can be measured by the behaviour of users to repeat the experience. A poor first time experience and they will not return. Knowing you have it right can be confirmed by the speed and frequency of repeated use.

The adoption of new technology is increasingly driven by the simplicity and accessibility of the user experience. As technology becomes more intuitive and user-friendly, individuals are more inclined to embrace and integrate these innovations into their daily lives. Simplicity in learning and using new technology plays a crucial role in shaping user behavior and preferences. This phenomenon is particularly evident in the case of NFC payments, where the seamless and straightforward nature of contactless transactions has contributed to their rapid adoption among consumers.

Mi opinión: la mejor manera es seleccionar distintas personas de distintos grupos etarios y hacer la prueba, para ver qué es lo que seleccionan en la UI, cómo navegan y finalmente, de esa manera comprobar que las instrucciones sean claras para todos.

User testing for any payment systems is a key need. I have had a range of experience using NFC-based payment systems and value the feedback received from these tests. It is not just the functional aspects that get covered - even non-functional aspects like variable network connectivity, device/OS types, resilience, etc. all can get covered with a well planned user test and capture the feedback from the users/customers providing impact stories and real prioritisation.

Imagine testing a new way to pay for your coffee with your phone. You'd ask people to try it and then ask them: Was it clear where to hold your phone on the machine? Did the phone beep or show a message to say it worked? Did they feel confident using the system? This feedback helps you understand if the system is smooth and makes paying for things quick and painless.

Comparing different versions or features of the NFC payment system to determine which design or functionality leads to a better user experience

The best way to evaluate the user experience of an NFC payment system is through a combination of usability testing (retail stores and public transportation etc.), feedback collection, analytics (Time taken, completion rates and error messages etc.) and field testing. This comprehensive approach allows for a thorough understanding of how users interact with the system in various contexts and provides actionable insights for further improvement.

Retaining a customer is as important as acquiring a customer. Typically customer acquisition is costly compared to Customer retention in the long term. Measure the customer journey with appropriate KPIs to find out where the customer is facing difficulties with the product.

As a consumer and payment specialist i would evaluate the NFC payment by the ease of use and reliability, keeping in mind the operator might not be skilled enough yet they can learn and operate easily.A good example is where the card based payment in public transportation system is used to pay fare;the system should be easy for the touts to learn,manage and operate and it should serve them efficiently and achieve their most immediate need.Thats my key evaluation to any payment product.

Having usability experts or design professionals evaluate the NFC payment system to provide insights on usability, accessibility, and overall user experience

Experts in usability and human-computer interaction (HCI) can evaluate the system against established usability heuristics, such as discoverability, consistency, and feedback. This can identify design flaws that might not be readily apparent to regular users. Break down the typical user journey for NFC payments into key tasks, such as unlocking the phone, accessing the wallet app, initiating the transaction, and receiving confirmation. Analyze each step for efficiency and identify any unnecessary complexities.

NFC Payments provides benefits for both merchant and cardholders by a fast, simple and efficient payment experience. It is important to define business rules to reduce friction while keeping potential risks under control.

The most important thing is how fast you can educate the merchant, especially cashier. It can be speed up by the edc placement. It should facing the customer instead of the cashier. In addition you can integrate between pos (cash register) and edc. So no need to input amount at the edc by cashier.

One of the important point to be considered is dispute handling mechanism and chargeback processes for both user and Merchant For the ease of experience of tech failures/timeouts. Instant refund is what is today's ask which can give wow experience

One thing I feel should be added is the confidence level of an NFC payment user. It broadly falls under the "user behavior" tab, however it could be analyzed autonomously. I will share my own experience to elaborate: when I started to pay with my NFC enabled mobile phone, for a significant amount of time, the value of my transactions were below 10€. As I was gaining confidence, my phone nearly substituted my debit /credit card as well as nearly all my cash payments (cash is preserved as a fall back solution nowadays). The truth is that after a certain point, I felt safe with Google wallet. And of course it was convinient for me to use NFC payment everywhere. However, many people still use NFC, only for daily low value purchases.

Contactless card payments at POS when transaction count/accumulated amount set a RC to be returned which informs the cardholder to insert (dip) the card (do contact transaction), instead of a RC code of "Do Not Honour" Yes lots of cardholders know what to do but in my view this gives a nicer messaging to cardholders in my view